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For information about using Service Cloud Voice features, see Help Customers on the Phone (Salesforce help).
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Making and receiving calls
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While on call, you can add another agent to consult with them about the call. To do so, click Add Caller and select an agent from the list of agents and interaction plansthat appears. This puts the original call on hold while you are connected to the agent chosen from the list. You can then either swap perform one of the following actions:
- Swap between original call and consult
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- End the consult
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- Perform a warm transfer to the other agent (by leaving the call yourself)
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- Combine the original call with the consult. Combining the calls is known as merging in
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- SCV—merging is called conferencing in VCC.
Alternatively, you can do a cold transfer of the call to a VCC interaction You can also consult with an external number. To do so, click Add Caller, then—instead of selecting an agent—click Keypad, and enter a number to consult with. This puts the original call on hold while you are connected to the external number. You can then perform the same actions as if you were consulting with an agent.
Alternatively, you can consult with a VCC interaction plan—or, more specifically, a VCC agent servicing the interaction plan—or transfer (warm or cold) to an interaction plan. To do so, click click Add Caller and select an interaction plan from the list of agents and interaction plans. The call is immediately transferred to the interaction planpresented list. This puts the original call on hold while you are connected to the interaction plan. You can either hang up to perform a cold transfer to the interaction plan, or wait to be connected to an agent to consult. You you wait to be connected, on connection, you can perform the same tasks as described for a consult to agent in the previous paragraph.
For information about consulting, transferring, and merging calls, see Add Callers or Transfer Calls (Salesforce help).
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